Time Warner Cable's New York City Region

Review: On December 2012, I received a letter from TWC I am a excellent customer a long time, my bills the amount will stay the same for the next year, which was $116.23. I received the January bill the amount of $137.79, I went to TWC office on [redacted] Street, they adjusted my bill, I paid $119.43 and they told me they will adjust my bill for one year. The next month February I received the bill the amount of $147.56. I went to TWC on [redacted] Str., I spoke to the [redacted], he adjusted my bill again he apologized and he told me I have to pay $126.23 and he will make sure for the whole year my bill stay a same. I just received my March bill, the amount of $127.24, I went to TWC office again, they told me that is a new amount, and as of April my bill will be $128.12. This is unacceptable from TWC, it not just they don't keep they promises, they locking in the amount of a year, they increasing the amount every month. Every month I have to go to TWC office, to adjust my bill, however, the bill is going up every month.Desired Settlement: I would like TWC is keep they promises, and not playing games. I am a senior citizen, I cannot afford to pay every month a higher amount. I am happy if I can afford to pay the monthly service. The advertisement on TV is a lie, "enjoy better" it is aggravation every month to deal with the billing, and telling me they adjusted the bills for the year. I would like to adjust my bill as promised for a least a year, and don't give me always untrue answers.

Business

Response:

Customer has been enrolled in a discounted package (as of 1/**/14) and a credit of $58.62 has been issued in goodwill (the amount equal to two full week's service charges).

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

In several years, I always here the same respond. The untrue is, every time they promising they adjusted my account, and locked in the same price for a year, however, every month the price is going up and always a different amount. I don't understand why they telling me this price is locked in and not going to change.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Youer Here]

Thank you for your prompt respond, I am appreciated your help and credit for my difficulty. I just have one more question I don't understand what is the $11.25 converter fee. If you be kind to explain to me?

Thank you

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The $11.25 converter fee covers the cost of the convreter box and it's functions.

Review: For 3 weeks I have no cable service on a TV set. Repair man came on 3/** and reported that TW construction crew had to replace outside cable wire. No one has ever contacted me. I called again on 3/** to report on their zero customer service and that I still have no working tv. Not 1 person from TW has reached out to me to help resolve this matter. I refuse to pay any bill from them as I have no serviceDesired Settlement: To have TW repair my problem immediately and to ensure that I am not billed for no service for almost a month

Business

Response:

On 4/*/14 [redacted] verified services are working well and issued a credit ot $134.00 for the loss of service.

Review: I have reported service issues several times a year for the last nine years that I have been at my current location. The issues have gotten increasingly worse over the last few years. I have had numerous appointment where repair guys tell me they have fixed it or they have made a work order to do work for the entire neighborhood signal to be amplified. Then when I call up there is no record of my complaint and the process starts over again. In the last month I have had four consecutive appointments where the technician has ultimately concluded that the signal coming into my building is too low and that the building's service line signal must be amplified. When I followed up they could not find the work order and I am back to square one, with no internet service for my apartment from where I work. I am unable to do any work without internet service. I am also paying them for service which they are unable to deliver.Desired Settlement: I would like full internet service restored to my building. I would then like them to check up on it for the next few months to make sure service remains stable and working properly. I would also like my account to be refunded for the time I have been without reliable internet service.

Business

Response:

Repairs have been made, a Plant crew (on 5/**/14) verified that all services are working within specified guidelines.

Review: Dear Time Warner

You are the most incompetent company I have ever had the displeasure of dealing with. Seeing as I have tried to register a complaint by phone, via your website and using your online chat, none of which have gotten through to you, I'm hoping some component staff member may actually pay attention to this post. Here's the chronological list of problems I've had with your company:

1. It took me about 6 hours of my time to setup your service. I had doubts about your company at this stage, but unfortunately you are the only cable provider in my building. (Have no doubt, the second [redacted] offers service in my building you'll never hear from me again). The reason it took so long is that you told me that my apartment already had a current account. Which of course it didn't, because I'd just moved in to a vacant apartment. When I (yes, me, not you) figured out by myself that the problem was caused by the fact that your records (yes, yours, not mine) were messed up and had incorrect apartment numbers allotted to the apartments in my building, you set me up with the one apartment number in my building that didn't have a current TWC account. Although I advised you on multiple occasions that this would continue to be a problem until you sent someone to my building to correct your records, you clearly haven't bothered. Please read on.

2. Once I'd finally spoken to at least five members of your staff, including two supervisors, you agreed to allow me to be one of your customers. But the joy at being allowed to be your customer quickly turned into dismay, as you booked a time for a representative to come to my apartment to connect my cable and I took a day off work, but then your representative never showed up. As I didn't have the opportunity to rebook a new time when you called to apologise (because you never called to apologise), I had to call you a few more times to request that you connect me to your service. I booked a new time, and the representative failed to show up again. Finally, I managed to get through to one of your staff who sympathised with my plight and managed to get a representative out to my premises to install my cable. The guy who came to my apartment provided the best customer service of all my interactions with your company. He should be President. Or at least in charge of customer service.

3. Thanks to all of my hours on the phone due to your dedicated incompetence, a sympathetic staff member agreed to apply a credit to my account. Alas, I had to call three times after I received my first bill to have it applied. The rare attempt at improving my customer service experience backfired.

4. After four months of sheer bliss of not having to speak to anyone from Time Warner Cable and thinking all my Time Warner troubles were behind me, I suddenly started receiving mail welcoming me as a new customer. I thought this was simply a reflection of your tardiness, but alas, if only the problem had been this inconsequential. Last week I received a bill from a debt recovery company for $37.29 for my '"recently disconnected Time Warner Cable Account". Although I was extremely impressed with the debt recovery company in managing to get my apartment number correct on its letter, given you've never been able to do so, I was rather unhappy that you had apparently disconnected my service and thought me such a terrible customer (even though all my bills have been paid by automatic direct debit) that you thought it necessary to seek the services of a debt recovery company.

5. I spoke with one of your representatives ([redacted] this time, though I'm sure I've met them all by now), who couldn't quite figure out what was going on. I pieced together the puzzle for [redacted], explaining that this had now happened because you had probably disconnected my account after you'd finally figured out you'd set me up with the wrong apartment number (even though I 'd already explained that to you), and you'd reconnected me with what you thought was the correct apartment number. Turns out it's not - my latest bill shows a different, but still very wrong, apartment number. Oh, and by the way, you never thought to mention to me that you'd done any of this. Maybe you thought I wouldn't notice. I wish that were true. Anyway, I spent another thirty minutes of my time patiently explaining the whole story to [redacted]. By the way, she confirmed with me that I had indeed paid the $37.29 on my 'disconnected' account and that there was in fact no debt to be recovered. [redacted] very nicely promised me she would call me back the following day. Unfortunately, a week later, I've still not heard from [redacted]. I left a message for [redacted] today, but still no call. I wonder what happened to [redacted]...

6. When on the phone with one of your representatives tonight trying to figure out [redacted]'s whereabouts, I enquired about how one might go about lodging a formal complaint about your company. I was directed to your website. After carefully searching on the website, but not finding any tool via which I might submit a complaint, I thought I'd try logging into my account. However, it seems my account has been disabled thanks to the disconnection and reconnection of my account you chose to do without telling me. So I tried calling you to see if you could at least set my online account back up. I was greeted by a message that you were terribly busy and that I should leave a message letting you know a good time to call me back. I said "now", but no-one called. Not being deterred by rejection, I tried using your online chat feature. The first representative told me the only way to register a complaint was on an online community forum. Hmm....I'm quite certain you don't want me trying to figure out what happened to my account amongst a group of disgruntled customers online. The second representative I tried chatting with told me the only way to register a complaint is by phone. In the face of this contradictory advice, I still have no idea how to register a formal complaint. In fact, I wonder if one can even make a complaint. Or, more importantly, I wonder if you even care.

So, if there's anyone at Time Warner Cable who has any shred of interest in customer service, and who happens to stumble across the above narrative of my experience with your company, and who feels pity for me because my plight is not yet over, and who wants to prevent me from having to sit through many more hours of recorded phone menus and having many more transient dalliances with your rather useless 'customer service' representatives, I'd love to hear from you.

Yours sincerely

The most frustrated customer you could ever possibly haveDesired Settlement: I would like:

1. a genuine apology

2. a discount that reflects the amount of my time that has been wasted in dealing with Time Warner Cable's incompetence

3. Time Warner to correct their records for my building once and for all to reflect the correct apartment numbers

4. Time Warner to clear the debt of $37.29 that they passed to [redacted]

5. Time Warner to ensure that my perfect credit history is not tarnished by their error in passing an incorrect debt, caused by their error, to a debt recovery company

Business

Response:

A field survey has been done, TWC's records have been updated and corrected as requested. A one month credit was issued for the difficulty.

Review: I cancelled my service with Time Warner Cable one year ago and have received on a monthly basis a bill with a negative balance of $26... money THEY OWE ME. I have called 7 times and every time they tell me "the check is in the mail." This has gone on for a year now.Desired Settlement: Full refund of the overpayment on my account.

Business

Response:

TWC has confirmed check is in process, customer will receive within a few days.

Review: I [redacted], have been a loyal Time Warner Cable customer since October, 1993, never any late payments subscribing to the Triple play. My TWC bill has increased regularly over these 21 years with the same package.

In order to have my monthly bill reduced TWC associates have advised me to contact SOULUTIONS a department of BILLING. I have utilized this option a few times over the years of my participation as a customer of TWC with successful results seeing a reduction of my regular monthly bill for 1 year from that date. At the end of that year period of a reduced rate my Bill has jumped back up even higher than before.

Recently July *, 2014 I phoned BILLING and spoke with [redacted] to get my monthly bill reduced. [redacted] broke down my current billing rate point by point, resulting with a rate of $146.98. with reductions of services. I told [redacted] that my services were appropriate and any REDUCTIONS would NOT BE ACCEPTABLE. This conversation was over 25 minutes. I asked to be transferred to SOULTIONS with the request to have my bill reduced to a manageable rate. I was connected with SOLUTIONS answered by [redacted]. As the result of our 20 minute additional conversation with multiple times of being placed "ON HOLD" [redacted] announced that she had been able to find a lower monthly rate for me of $125.68 PLUS taxes for 1 year.

On August *,2014 I received notification by e-mail from TWC :

Your TWC bill is now available

View Web Version

[redacted],

Your Time Warner Cable bill statement is now available online. Please sign in to My Account to manage your account, view your statement or pay your bill.

Your Statement at a Glance:

Account Number:

Services Period: 08/**/2014 - 09/**/2014

Amount Due: $168.10

Due Date: 08/**/2014

AUGUST *,2014 I phoned TWC asking billing ASSOCIATE [redacted] if the Time Warner Cable bill statement I received 8/*/2014 was correct. [redacted] assured me that $168.10 is correct. I informed [redacted] that I had been advised on July * by SOLUTIONS Associate "[redacted]" that my bill for the next year would be reduced to $125.68 PLUS taxes for the next year. [redacted] told me that there were NO RECORDS of any calls with TWC on that date of July *, 2014 and that there is no person that she knows of named "[redacted] " in the SOLUTIONS DEPARTMENT except for a call with [redacted] in Billing. [redacted] laboriously went through my bill point by point informing me that the current e-mailed bill statement from TWC was correct. She assured me that without reductions in services I had the lowest rate possible.

I asked to be transferred to SOLUTIONS. I spoke with [redacted]. He assured me that my bill was as low as possible in this period. I recounted my conversation on July *, 2014 with "[redacted]" IN THE SOLUTIONS DEPARTMENT and her offer of the rate of $125.68 PLUS taxes for the next year. [redacted] very officiously informed me that THERE IS NO RECORD of any such conversation. I raised my voice contesting that THERE IS A MISTAKE. [redacted] disconnected the call.

I called Billing back right away and spoke with [redacted]. I explained my situation and asked to be connected with SOLUTIONS.

[redacted] in SOLUTIONS broke down my bill point by point resulting in assurance that my TWC Billing statement was correct and could NOT BE LOWERED. I asked to be transferred to the SUPERVISOR.

[redacted] came back on the line saying that the SUPERVISOR was busy with another customer and that I could leave a voice mail for the SUPERVISOR and would get a return call. I waited for the tone and left my message for a call back: name and phone number. It is NOW August **, 2014 with NO RETURN CALL FROM ANYONE AT Time Warner Cable.Desired Settlement: MY COMPLAINT IS THAT THE RATE OF $125.68 PLUS TAXES FOR THE NEXT YEAR BY "[redacted]" IN SOLUTIONS HAS BEEN DENIED WITH NO ACCEPTABLE RESOLUTION OTHER THAN A REDUCTION IN SERVICES WHICH IS UNACCEPTABLE.

Business

Response:

A review of the account indicates customer is enrolled in the $99.99 Triple Play Package, the current, lowest priced package available. They also have Extreme Internet, HBO, Showtime, WiFi service and Movie Pass. Customer cannot lower rates without dropping services. Rates are the lowest possible.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]I WAS OFFERD A MUCH LOWER RATE BY "SOLUTIONS" PERSON [redacted] OF $125.68 PLUS TAXES ON JULY *, 2014 FOR THE NEXT YEAR. I ACCEPTED THIS REDUCED RATE BUT THE OFFER SUDDENLY DISAPPEARED FROM TWC RECORDS. I HAVE BEEN DENIED THAT LOWER AND MORE AFFORDABLE RATE FOR THE NEXT YEAR BESAUSE TWC's CLAIM IS THAT THE TRANSACTION IN QUESTION NEVER OCCOURED.

MY REQUEST IS TO ASK [redacted] in "SOLUTIONS" IF SHE DID INFACT OFFER ME THE $125.68 RATE PLUS TAXES FOR THE NEXT YEAR ON JULY *, 2014. THIS SHOULD RESOLVE THE SITUATION !

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Customer is subscribing to the $99.99 Triple Play package, this is intended for new customers only. The discount is extended solely as a courtesy.

The monthly $11.25 converter fee is being waived as part of the introductory rate package, another saving, offered in goodwill.

Showtime is being provided at a special rate of $3.00 per month, a savings of at least $12.95 per month.

Extreme Internet is discounted to $20.00 per month, a savings of $34.99 per month.

It is worth noting customer has stated he uses the service for his business, he is not enrolled in TWC’s Business Class and is not authorized to use the services for business purposes.

Customer must remove a level of service to receive lower rates, TWC cannot provide lower rates. There is no record of customer being offered a package at the rate he is quoting, TWC regrets the customer's difficulty.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here] ONCE AGAIN I ONLY KNOW WHAT I WAS TOLD BY [redacted] IN SOLUTIONS. I HIGHLY RECOMMEND THAT TWC CONTACT THEIR EMPLOYEE [redacted] IN SOLUTIONS AND ASK HER IF IN FACT SHE SPOKE TO [redacted] ON JULY *,2014 AND OFFERED THIS CUSTOMER A SPECIAL RATE OF $125.68 PLUS TAXES EACH MONTH FOR THE NEXT YEAR.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Time warner customer service should have all departments work together instead of one person says one thing and then somebody else says another and also work with the customers. Time warner knocks on my door offering me new cable in which they knew I had a balance and offered me new service in which I agreed, I get new service and within 2 weeks of service cut my service saying I owe a back balance which they already knew, it was very stressful and really made no sense as my new bill was due sept ** 2014. Yes they offered a settlement which I do agree to pay but it was really no reason to cut the service within 4-5 of due date.when you call customer service they are very troublesome, one person says one thing then you get somebody else and get another answer all there departments should be well intune with the other departments. A couple more days really would make not of been a big deal it not my fault they dropped the ball on this one even though it's just cable TV it still caused some unneeded stress, even if they are the big corporation try and show some kind of care for there customer. My service was cut because all hands were not on deck I had no problem on paying the bill due we could of worked something out a payment plan or something being there prices are over pumped as it is, show a little compassion but this is as everything in the world today all about self and money. I owe for boxes over 4 years ago made in 1997 and the price is that high?? All they had to do was add my balance to my new service and worked something out. I hope this don't happen to nobody else. Check people balance before allowing them to get service and when you do make a mistake try and keep the customer and work something out instead cutting them off.Desired Settlement: I want my cable back on and also check your records thoroughly before giving services a couple more days to make your payment instead cutting service. Being that they make enough money to wait for a little money should of not been an issue.

Business

Response:

Our Risk Management department arrived at an agreement with [redacted], whereby under debt forgivenness, he was able to make a payment of $179.69 toward his old account to keep his new account's service active. Payment had been made to the new account and was then transferred administratively by Time Warner Cable to his former account, closing out his obligation on his old account. As the payment was transferred, [redacted] must still cover this amount and other payment due obligations on his present account. It is also important for [redacted] to keep his new account current so as to not jeopardize his present service and the Risk Management agreement. As of the billing statement of 9/*/14 for his new account (#[redacted]), [redacted] has a balance due of $360.54. Of that amount, $157.37 is 35 days past due.

Review: I have had this company for several years as a tv/internet provider. there is not one week that goes by that I do not have to call them with issues with either tv or internet. on this date I have called them 4 times and they try to correct it by sending signals to my equipment. In addition, I cannot change providers due to management having a contract with this company. I am totally frustrated with the service every time I call I have to unplug equipment and restart it. In addition they send outside contractors to my home and never is the issue resolved. At this point I want to try another service but I cannot my payments are accurate and I do not receive the service I pay for.Desired Settlement: my service be rewired from the basement to my apartment

Business

Response:

On 9/** customer noted most of the issues were resolved by recent cable rerun. A follow up call will be made on 10/* to confirm customer's satisfaction.

Review: I call Time Warner Cable almost weekly for service issues. I am paying an obscene amount of money for a service that 90% of the time does not work. My internet goes out or is significantly slower than what I am paying for (I have reduced the speed I pay for twice for this reason); my cable goes out constantly or the On Demand feature simply does not work at random; my telephone ALSO just shuts off entirely at random. Quite frankly, they have a monopoly in my area and it is unfathomable that I have been paying almost $250.00/month for the past eight months for a service that I usually don't even have...Desired Settlement: Quite frankly, I would like to find a way to have service that actually DOES work and be reimbursed for some amount of my bill over the past eight months. Ideally, though, some way of forcing the company to provide an acceptable service is my desired outcome. My only other option is to have no cable at all (monopoly).

Business

Response:

On 12/**/15 Pat E[redacted] left a follow up message, voice mail (regarding a recent service appointment). To date there has been no reply.

Review: I just got a bill for over $1300 dollars from TWC. I had had Signature Service last year, which was supposed to provide better customer service and better services such as internet connections, but cancelled it because it did nothing for us. There was no difference in services. I didn't have a bill the next month and then the next, I called to inquire to this and was told that I had overpaid because we had canceled the signature service but was still being charged for it, I had a cable charge in March and then again in July, both of which I paid in full. When ever I called for a balance in between those months, I was told that I had none. Now I have been issued this parody of a bill. If I had not paid to the amount stated on this bill, I would have been cut from their services long ago. This feels tantamount to extortion.Desired Settlement: I believe they billed me for their Signature Service after I canceled it. I want this retracted. If they did indeed fail to bill me for regular cable/phone/internet service through these months, I would be more than happy to work out a payment plan to cover those services. But I am not willing to pay an extraordinary amount each month as it was their fault and not my own.

Business

Response:

On 8/*/13 [redacted], a representative in TWC's Signature Home division, left a message confirming the account has been closed and corrected, credits totaling $1,360.89 have been issued.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. That the account has been closed and corrected, credits totaling $1,360.89 have been issued.

Sincerely,

Review: I was moving out of state in September of 2013. I called Time Warner Cable to schedule an equipment pick-up, and also to cancel my service. The appointment was made for 9/**/13 between 12-2pm. The Time Warner representative arrived slightly after he was supposed to, but called to notify me he was running late. When he did show up he removed both my cable box and my modem. I remember this very well because my husband had already moved and I was left alone in my apartment without the ability to watch TV or surf the web, as usual, for several days.

I received a bill for my final service period of 8/**-9/**. I paid it promptly (as I absolute always have with every bill in my name). I then called on 9/**/13 to make sure this was the final bill. I was told it would arrive in several weeks. I only mention this as an example of how I handle my affairs. I am dependable, and prompt.

I then received a bill for the service period of 10/**-11/**. It lists a one-time charge of $75 for an unreturned modem. I called on 11/**/13 and asked them to check their records because the representative who came to my apartment on 9/**/13 took the modem with him. They told me to give it ten days so they could do equipment research. I never heard back and assumed the issue was resolved. I then received another bill for the modem for the service period of 11/**-12/**. I called again on 12/*/13 and was told that the equipment research request was not submitted properly. This representative would submit it the “correct” way and I received the confirmation number [redacted]. I was told I should receive a call in 7 days. I received a call several days later. I was caught off guard and was not able to get this [redacted]’s name. But I was told that I should disregard the bill, that it was an error on their part.

I then received another bill for $75 for the same “unreturned modem” for the billing period of 1/**-2/**. I called on 2/*/14 and spoke to a representative named [redacted]. She listened to me and told me she would get a supervisor to call me back in 15-30 minutes. This was at 12:25pm. I received a call back from the [redacted] at 4:18pm, and again was caught off guard and did not get his name. But I was told in no uncertain terms to dis-regard this bill. They said, “Everything has been zeroed out.” When I asked for an explanation for why I received this bill again after I had dealt with it with a [redacted] before, he told me that the end of the year accounting had reset the charge and that he would take care of it. This does seem to make some sense because I did not receive a bill for the 12/**-1/** billing period.

I then received another bill for this same charge again for the billing period of 2/**-3/**! Approximately one day later I received a collection notice for this amount! I called the collection agency today, 3/**/14, and explained the situation to them. They told me that their records indicted that it is not for equipment but rather for a service charge. The collection representative submitted a request for an itemized bill to be sent to me, and she initiated the process of disputing the bill. I then called Time Warner and eventually spoke to a “Customer Care Supervisor” named [redacted] who told me that she couldn’t do anything. I asked to speak to her [redacted] and she told me that she would submit a request and that I should get a call back in 24-48 hours. She was unable to give me a reference number. I am waiting for that call now.

How many times do I have to be billed for this false charge and deal with it promptly and fully before it is considered harassment?Desired Settlement: I would like to receive written notice that this charge has been removed from my account, with a zero balance due. This notice should be dated and include all of my account information. I would like Time Warner to rescind their collections attempts through the company CBCS. I would also very much appreciate a signed apology letter because I have committed several hours to this issue after being a wonderful Time Warner customer for 7 years. I have done nothing wrong, and deserve these requests to be promptly fulfilled.

Business

Response:

On 3/**/14 [redacted] advised the customer she would reduce the account balance to zero and update TWC's Collections department.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. If I recieve another bill for this same charge again from either Time Warner Cable or the Collection agency "CBCS" I will refile this complaint.

Sincerely,

Review: Time Warner told me they couldn't find my payment in May, so I contacted the Revdex.com because my bank showed them as being paid. The customer service rep told me to fax, and I work, so I don't have time for that, and I believe that is Time Warners job to find payments if they're lost. Eventually, a Time Warners rep contacted me saying they found my payment, and they're removing the two late fees since they lost the payment. I thought all was said and done, and my bill would go back to normal. I even obtained a document in the mail as of 6/**/14 saying that I owe $22.33 with the bill showing where the $50 dollars, and the late fees credited. Not long after I got my bill today, I got a call from an automatic Times Warners voice recognition machine asking if [redacted] was home. I replied with the numerical value 1, which meant that I was home. The customer service rep asked when I would, like to make a payment, I asked what is the balance, and they said $90 something dollars, I informed the individual that couldn't be because I just obtained a bill today that contradict what she is saying. I told her no I do not owe that than they transferred me from department to department where I got no help after being on the phone for a long time. I told them my bank paid Time Warner and how are you going to increase my bill from what the bill that was sent out says. That is bad business and someone needs to sue Time Warners. I never seen a business that sends out a bill for $22.33 than has someone call your home asking for a $90 dollar payment claiming that the bank returned a payment made in may. The payment was taken out of my account, and Time Warner found that payment, so they're trying to get double the money out of me because my bank informed me Times Warners was paid. I guess Time Warners is in the business of giving people quotes higher than the bill they sent in the mail to me.Desired Settlement: Time Warners Cable needs to remove the late fees and honor the bill that they sent me for $22.33 on the [redacted] of June. What they are doing doesn't make sense. I guess a roofer that was paid for doing my roof can come back and get money too if he or she thinks I owe them more because of their mistake or error. Time Warners has horrible business practices, and I am tired of being harassed by this company. They need to get people that are more experience with customer service and that are not extremely rude to their customers or close up shop and go out of business with the rest of the sorry companies if they don't appreciate their customers.

Business

Response:

As customer has agreed to pay $22.33 a goodwill credit of $60.00 has been issued to resolve the matter. The account balance will be zero upon receipt of the $22.33 payment.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

I will pay the $22.00 in full before this week ends.

Cheers,

Review: Time Warner Cable harasses their customers and I am FORCED to use this service as my building will not allow other means of cable if they did I would NEVER use TWC. ISSUE: If a payment is late or overdue, I am bombarded with 4 or more phone calls and voicemails EVERY DAY until payment is rcvd. Very unnecessary. Even after a call back and a date made of when my payment can be made I was told that the "computer call system" will continue to call me anyway until a payment is rcvd. Harassing everyday with 4+ phone calls is quite irritating and does not make money appear in my bank account any faster.Desired Settlement: 1 phone call every few days is acceptable,1 phone call or more DAILY is NOT. STOP harassing your late paying customers, WE'RE BROKE, if we had the money it would be paid on time!

Business

Response:

TWC is contacting customer as account is past due by $178.46, if customer does not remit payment TWC will contact customer and request payment. TWC regrets if customer is having unrelated issues but payment must be made.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

It is fine to contact one for payment, it is not OK to harass and call 4x a day when a date has been given for payment.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I cancelled my service two months ago. As I was signed up for automatic billing at the time,Time Warner had already debited the full amount of my next bill, which covered me three weeks past the point of my cancellation. Therefore, when I cancelled, I was due a refund check in the amount of $111.17. I have a billing statement to that effect in my hands, and I was told at the billing center that I would receive a refund check within 4 weeks.

It is now 8 weeks later and I still have not received my refund check, despite many, many repeated attempts to recover my money. Each time I've been told the check was in the mail and to call back if it didn't reach me the next week. I asked Time Warner if I could pick up the check or if there was anything else I could do to facilitate this and all they've said is, "we'll look into it," or "call back in a week."Desired Settlement: I just want my $111.17 back, plain and simple. This should have been a simple matter of issuing the check a month ago.

Business

Response:

TWC regrets the delay in the processing of the refund.

Business

Response:

TWC regrets the delay in the processing of the refund.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Time Warner's response was simply an expression of regret that the refund was delayed. They did not acknowledge nor provide compensation for the amount of time and effort I had to endure to get what was owed to me, after numerous mistakes and misrepresentations on their part. I believe that had I not threatened legal recourse that I would never have received my refund, so their "response" does nothing to assuage my belief that they will continue to treat their customers with contempt. Until they offer me some sort of compensation, or at the very least, a written apology outlining all of the things they did wrong with identifiable actions that they are going to take to correct them, I will not consider this matter closed.

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Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Time Warner's response was simply an expression of regret that the refund was delayed. They did not acknowledge nor provide compensation for the amount of time and effort I had to endure to get what was owed to me, after numerous mistakes and misrepresentations on their part. I believe that had I not threatened legal recourse that I would never have received my refund, so their "response" does nothing to assuage my belief that they will continue to treat their customers with contempt. Until they offer me some sort of compensation, or at the very least, a written apology outlining all of the things they did wrong with identifiable actions that they are going to take to correct them, I will not consider this matter closed.

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Review: This summer when visiting my boyfriend's mother (who lives in [redacted], Queens) we received a knock on the door from a Time Warner Cable representative named [redacted]. She said she was a member of Time Warner Cable's promotions team, which was going around to try to reduce the payments of everyone in the area to try to head off competition from [redacted]. These lower rates were not a promotion, but would be "locked in" for the lifetime of the account. She said she could also help us even though we live in [redacted]--that she could get our current service down to about $90 per month from the $164 it was at the time WITHOUT LOSING ANYTHING. She told us it would be cheaper if we got rid of our triple-play service (since we no longer needed a land line) and just did internet and cable + HBO, which we were fine with.

We did as [redacted] told us, and returned our equipment to effectively cancel the current service we had and open up a new account under my boyfriend's name through her. We got the service set up and found the following:

-We lost several channels we used to have under our old service, such as TLC, the Cooking Channel, and the all-music channels.

-Our HBO was turned off

-Our "new" cable box malfunctioned constantly.

-Even though we were told we were getting DVR on both cable boxes, we only got one box with DVR.

-Our bill was never $90-- it was more like $120, but for reduced service.

-Our on-demand service stopped working for a few months and we had to call a technician out to fix it. We were never compensated on our bill for this loss.

-We could never reach [redacted] again via the phone number we originally called her at.

When we called Time Warner to rectify these issues of course they had never heard of [redacted] or any promotions team, and told us they had no intention of honoring that $90 price point for the service we were getting. After countless calls, as well as a couple of visits to Time Warner to switch out malfunctioning equipment, we are currently paying $120 for only ONE box with DVR with several channels missing, no land line, and regular internet service. If we pay for an additional box with DVR plus pay separately for the channels they took away, our bill will end up right back where it started.Desired Settlement: I would like the service I was promised for the price I was promised, or at the very least, the price I am currently paying. At this point Time Warner is trying to charge me extra for channels I used to get included in my package. We have already returned the second cable box without DVR to avoid paying an additional DVR fee that was supposed to be included. Without DVR that box is fairly useless to us.

Business

Response:

A review of TWC's records indicates the account was closed in 2013.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Of course the account was closed--that was in the description of my complaint. [redacted] from the "promo team" encouraged me to close my account and set up a new one under my boyfriend's name- [redacted]- so we could get the deal. I was assured that we would receive the same service for less money. Time Warner took that opportunity to give me a lower service package and charge me a la carte for channels (such as the Bio Channel, Cooking Channel, etc.) that I used to have. It's true that we are currently paying less than I was paying at the time, but we also have fewer channels, no home phone, and one less cable box than we did. If we were to reinstate our service as it was before, we'd be paying either the same amount I was under my account or even more. Basically we were deceived into opening a new account so this girl [redacted] could get a commission and then she disappeared and Time Warner knows nothing about her or the promotions she offered, so we have no recourse.

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Sincerely,

Business

Response:

TWC regrets the customer's difficulty and dissatisfaction. TWC is prepared to issue a credit of $79.99, one month's charges for the base package, as an apology and gesture of goodwill. The offer is open for 30 days. Customer can accept by emailing [redacted]

Review: Time Warner Cable of New York was requested to provide written explanation with documentation for recent billing changes related to an unauthorized internet modem lease. The unexplained billing charges for the modem lease were initiated in November 2012 in the amount of four ($3.95) dollars. The unexplained billing charges for modem lease were increased in September 2013 (less than a year later) to the amount of six ($5.99) dollars. Time Warner Cable of New York has not provided written documentation with explanation of the unauthorized internet modem lease charges since the date of initial customer request in October 2013. Time Warner Cable of New York was also requested to provide documented explanation for long-term service disruptions to high speed internet service which occurred repeatedly for sixteen (16) months, in and between February 2012 through May 2013. Time Warner Cable of New York has not addressed the reason for the prolonged internet service disruptions with the customer ... (although the customer has made numerous written and telephone requests to document the inconveniences associated with the long-term internet service disruptions).Desired Settlement: It is believed that the Internet Modem Lease charges are unlawful in that a modem compatible with the internet service provider (ISP) is necessary in order to transmit internet service from the internet provider. It is concluded that the unexplained increase to Internet Modem Lease charges are fraudulent in that Time Warner Cable of New York has not been able to justify the seventy-two ($72.00) dollar per year charge for equipment which is standard in the industry and provided free-of-charge with any internet service. The internet service providers (ISP) at Time Warner Cable of New York did not previously charge an internet modem lease fee prior to November 2012.

Business

Response:

On 12/**/13 [redacted] left a message, voice mail, home number.

Business

Response:

TWC notes the modem policy on the main page of its web site, policy is not open for dispute, customers can either pay the fee or purchase an approved TWC modem. TWC regrets any confusion.

Time Warner Cable Ultimate Internet 3 Mbps claim is based on Basic standard maximum download speed of 3Mbps. Actual speeds may vary and are not guaranteed. Time Warner Cable Basic Internet available in select serviceable areas. Not all service tiers are available in all areas. Many factors affect speed. Basic has speeds up to 3 Mbps. Speeds based on the speed from the local facility to your cable modem. Actual throughput speeds may vary. Additional charges apply for activation, installation. Rates subject to change without notice. Lease of a modem or purchase of an approved modem required for Internet service. After promotional period, regular monthly rates will apply. 2014 Time Warner Cable Inc. All rights reserved. Time Warner Cable and the Time Warner Cable logo are trademarks of Time Warner Inc. Used under license. All other trademarks are the property of their respective owners. Warner Bros. Entertainment, Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The Time Warner Cable (TWC) reference to the lease modem policy is not specified on the company website ([redacted]). The Time Warner Cable (TWC) customer is not made aware of the lease modem fees (or increased price in lease modem fees) until the actual bill is delivered. Time Warner Cable (TWC) reference to the lease modem policy is also not specified within the company bill statements. Therefore, the terms and conditions for the lease modem fee remain "open to dispute."

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Sincerely,

Review: I upgraded my service from standard 15mbps to 100mbps service when I was upgrading the total monthly price when I was checking out was showing $30/ month. But when the service started it changed its now 59.95$. I have the screenshot when I was signing up for service for checkout page.Secondly I am only getting the download speed of 25mbps and upload of 3.25mbpsI can be reached at ###-###-####Order # *xxx-xx-xxxxDesired Settlement: My service of 100mbps should be as of mentioned on checkout i.e. $30/ month for 12 months.

Business

Response:

On 5/**/14 [redacted] apologized, confirmed services working and $59.95 monthly rate.

Review: Since February of 2014 we have had unreliable broadband service to our office, service which is provided by Time Warner Cable. The service has crashed or gone inactive on numerous occasions, at times with a frequency of several times per hour, severely impacting our 9 year old web design and technology company, our employees' ability to do their jobs, and our clients. We have had visits by no fewer than 12 Time Warner Cable technicians during this period of time. None has been able to fully diagnose or fix the problem, though several have said (off the record) that Time Warner Cable's service in Manhattan is a mess and poorly maintained. They have installed, reinstalled, and replaced our broadband cable modem no fewer than 6 times to no avail. In addition, none of the technicians seems to have been briefed about our issues before arriving at our office for the service call - often late, twice on weekends requiring an employee of our company to come in off-hours and/or stay late. At this juncture we have lost - and continue to lose - hundreds of hours of employee productivity, have damaged relationships with clients and vendors for whom our internet connection and service are vital, and are no closer to resolving the problem.Desired Settlement: We would like Time Warner Cable to:- Refund all fees paid from February - present (May, 2014)- Provide and/or fix the service we have contracted them for once and for all, or pay to replace the service with another comparable or better broadband business service.

Business

Response:

A credit of $200 has been issued for the recent loss of service.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

We pay TWC $340 a month for our broadband service. The outages and unreliable service over 4+ months, coupled with the time we have spent trying to get TWC to properly address the issues (which continue even today), has been far greater than $200 in value.

Sincerely,

Business

Response:

TW Cable's Business Class unit is in ongoing contact with [redacted]. The issue is not resolved, TWC will stay in contact on both the service and the credit aspects of this case. The customer speaks with Business Class on an almost daily basis.

Review: When I moved to a new apartment, I had my Time Warner service transferred. At that time, the technician exchanged my cable box and modem for upgraded equipment. I paid a transfer fee and my account is in good standing.

A few weeks ago, I received a bill from a collections agency stating I owed $150. I contacted TWC and was informed it was for a modem I had not returned. They require proof that I don't have the modem but I was not given a receipt from the technician. I was never sent any bill of this outstanding balance - it was sent directly to collections with no attempt to bill me first. Now I am being harassed by collections over this, and I am concerned it will impact my credit. I have spent 3 hours on the phone with TWC and they refuse to acknowledge any error and simply transfer me from department to department. I am assured that I will receive calls back but I have spoken with 3 different individuals and don't hear anything from TWC, only calls from collections.

I think this is deeply unethical and I do not want to pay money for equipment that I do not have.Desired Settlement: I want this taken out of collections and I want TWC to acknowledge that I do not owe money for equipment that the technician took with him when he installed my cable/internet at my new apartment.

Business

Response:

As a onetime courtesy the equipment has been removed from the account and placed into lost status; the

collection agency has been notified and they have updated their records. A withdrawal letter was sent.

Review: Some time last year Time Warner Cable offered me the bundled service promising a lower amount in the monthly charges and a 200.00 reimbursement. Since the change in service the charges went up drastically. I complaint almost every month during the beginning of this year until the service was discontinued with a balance due of 144.50. I called three times requesting all the statements since the change in the service. when I finally got the package it was only for the last three months, which I already had. I called today again and the Customer Service Rep told me that they don't print a year that I have to go to a TWC location with my ID. I would like TWC to review my account and to send me an analysis of my account since my service was changed to bundled.Desired Settlement: I would like TWC to write off the existing balance of $144.50 as they lied to me when they said the monthly amount would be less than the previous package.

Business

Response:

TWC's Risk Management rdepartment has the location on hold because [redacted]'s sister had installed service at this location, when [redacted]'s account at this location had been shut down for non-pay. They also noted that [redacted]'s sister had has been associated with this location since 2009. On 10/**/14 [redacted] left a message for [redacted], 1:49PM. No reply to date.